An email auto-responder in ISO Mate is two workflows working together: the first creates a ticket from an inbound email, and the second sends a confirmation reply whenever a ticket is created. The result is an instant acknowledgment to the requester that carries the ticket reference. Both are built in the Workflow Builder, found in the top toolbar Settings menu.
Workflow 1: create the ticket from email
Build the first workflow by following Setting Up Email-to-Ticket Workflows. It uses Trigger Source set to Entity Event, Trigger Entity set to Email, Trigger Event set to Created, and the Create Help Desk Ticket action to generate a ticket from each incoming message.
Workflow 2: send the confirmation reply
Create a second workflow that fires when a ticket is created and emails the requester.
- Open the Settings menu (gear icon) and choose Workflow Builder, then click Create.
- Name it, for example “Ticket Confirmation Auto-Reply”.
- Set Trigger Source to Entity Event.
- Set Trigger Entity to Ticket.
- Set Trigger Event to Created.
- Optionally add a condition so only certain tickets trigger the reply, for example the channel equals email.
Configure the Send Email action
- Click Add Action and choose Send Email.
- Set Recipient Type to Field and point it at the ticket requester’s email address. The expression builder lists the available trigger fields so you can insert the correct placeholder.
- Choose a Send From Mailbox. A shared mailbox is required, since that is the address the reply is sent from.
- Write the Subject, for example “We received your request:
{{trigger.subject}}“. - Write the Body with your confirmation message. Include placeholders such as
{{trigger.reference}}for the ticket reference number and{{trigger.subject}}for the ticket subject. - Turn on Enabled and click Create Workflow.
How the two workflows connect
- An email arrives in the connected shared mailbox.
- Workflow 1 fires on the Email Created event and creates a help desk ticket.
- Creating that ticket fires Workflow 2 on the Ticket Created event.
- Workflow 2 emails the requester a confirmation that includes the ticket reference number.
Tips
- Scope the reply: add a condition on Workflow 2 that the ticket channel equals email, so tickets created by phone or manually do not trigger an auto-reply.
- Keep it short: a concise confirmation with the reference number lets the requester track their request.
- Test end to end: send a test email to the connected mailbox and confirm both a ticket is created and a reply is sent.
For the full set of trigger sources, actions, and placeholder syntax, see the Workflow Automation Overview.
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